Cloud-Based Enterprise and Contact Centre as a Service Platform
Overview
Fit Score
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Date Issued: May 20th, 2026
Question Cut-off Date: June 1st, 2026
Proposals Due: June 22nd, 2026
QUESTION DEADLINE
Issuing Agency
New Jersey Higher Education Student Assistance Authority
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
A vendor is required to provide a cloud-based enterprise and Contact Centre as a Service (CCaaS) platform with integrated quality management and workforce management capabilities. The solution must deliver managed services, including 24/7 system monitoring, incident detection, end-user support, troubleshooting, and monthly KPI reporting. The platform should be Cisco-based or comparable and must support a range of open standards and protocols, such as Secure Session Initiation Protocol (SIP) with Transport Layer Security (TLS), Secure Real-Time Transport Protocol (SRTP), RESTful APIs, webhooks, and authentication standards like SAML and OpenID Connect for single sign-on. High availability and comprehensive disaster recovery documentation are required.
Additional features include call recording for up to 100 users (or policy-based all-call) with pause and resume for PII protection, encryption at rest, searchable metadata, and open format export. The system must offer an omnichannel experience, with voice required and options for email, chat, and SMS as additional line items. Interactive Voice Response (IVR) functionality should include a custom menu builder, API data integration, dual input (voice and DTMF), automated scheduling, and exportable call flows. The contract will span a three-year period, and vendors must submit all questions by June 1, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due June 22, 2026. Questions must be submitted by June 1, 2026.
- Who issued this RFP?
- It was issued by New Jersey Higher Education Student Assistance Authority. The work is located in Trenton, New Jersey, United States.
- Who is a good fit for this opportunity?
- Experience delivering enterprise-grade CCaaS solutions, ideally Cisco-based or equivalent
- Demonstrated capability in 24/7 managed services for contact centre environments
- Expertise in integrating quality management, workforce management, and IVR solutions
- Familiarity with open standards and secure enterprise communications
- Record of successful implementations for government or large organizations in the United States
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